Managing Orders with Customer Service Center

When an order is created, it can follow the
normal workflow to customer receipt, or a Customer Service Representative
(CSR) can modify it. A customer might want to cancel or change an order.
You can do this in Customer Service Center, but you must first ensure that
the associated shipping orders has not been fulfilled.

Note: When
working with existing orders, pricing calculations can be complex. For
some examples of pricing calculations related to common order actions, see
Understanding
Order Actions.

In Customer Service Center, you can manage an
order using any of these functions from the Actions menu:

In Order Management Customer Service Center: search for and and modify an
order.

Review pending orders in
the grid display. You can see when an order was last updated, the
customer's name, the number of line items, locked (True or False), and
the agent's name. Click Void in an order row to void the
order.

If you are on the phone with a customer and have Call Management
open, you can:

Click Park Call.

The current order is saved as a pending order. Pending
orders can only be accessed on the Customer Service Center Home
page.

Click Transfer to.

The order is transferred to a different user. Select
the user ID from the list to transfer the call. The current order
is saved as a pending order and assigned to the selected user.
Pending orders can only be accessed on the Customer Service Center
Home page.

Click Void Call:

The order in progress is voided.

Click Suspend Order and then click Resume when you
are ready to resume order processing.

Suspending an order halts the progress of the order when there
is questionable order activity by a customer or a fraud alert that
might require additional investigation. While suspended, the order
shows a Resume button.

You can send an email.

When sending an email, you can always select a different
format for that email.

In the Activity History section on the Order Details page,
click Send Mail to set the default format for emails sent
from Order Management to text or HTML.

You can also click Send Mail in the Activity History
section.

On the Send Email page, enter the address and subject
information.

If the email address is included in the customer record, it
appears above the To: field. Select the checkbox
rather than entering the email address in the To:
field.

Click the appropriate radio button to show the email body
text as HTML or plain text.

From the Regarding list, select order, invoice, or payment
numbers associated with the customer.

Click Design to edit the email body in WYSIWYG style.
This is the default state. Alternatively, click HTML.

Click Preview to show the body as it will appear to
the recipient.

Select a template from the Copy Template list on which to
base the email.

You can base the email on an email template by selecting
a template from the Copy Template list.

Email
templates can be localized according to the locale of the customer
order. See Localization.

Click Send to send the email to the email address that
is in the To: field.

You can add activity notes.

In the Activity History section on the Order Details page,
click the Add Activity button.

You can also click Add Activity in the Activity
History section.

On the Add Activity page, you can add notes about a customer
or a customer's order activity.

Activity notes appear at the bottom of the customer's
record.

Assign an Activity Code or Result Code using the
user-defined choices in the lists to further document the result
of the communication with the customer.

For example, Satisfied, Not Satisfied, No
Answer, or Left Message. Define this list in the
Activities Manager in Order Management Administration:
Activities Manager > Settings > Preferences >
General tab.

You can enter a subject, a brief description of the subject
of the note.

Click Submit to save the information.

You can flag and clear alerts.

Click the flag icon to flag an order for further
review.

Click Clear Alerts after you have addressed the
reasons for the alerts.

Alerts are visible when any uncleared system alert messages
or warnings exist on the order record. Alerts must be addressed to
advance the workflow. When you have resolved the issues
indicated by system alerts, you can clear them.

You can view activity history in the Activity History
section.

This shows the activity event list and enables the ability to
send emails, view email details, or add activity notes.

Note: When you
hover over the blue Information icon () for an email in the Activity
History section, the Shipment email details window opens. Also,
email bodies can be deleted from Order Management after a pre-defined
number of days as configured in Settings > Preferences >
Retention tab. See Retention
Preferences. For emails, it's the body (content) of the email
that is deleted, not the email information, such as the create date,
flags, or subject.

Click the Resend Confirmation button to resend a
confirmation email to the customer regarding the order.